Customer Operations Leader Job Red Deer area,Alberta Canada,Management

Company Description

Full time, open availability

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best

We Will Be Customer Centric

We Will Be Entrepreneurial

We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment

We Will Be Committed to True and Shared Value Creation

We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

The Customer Operations Leader is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo’s customer service model and on suggesting and selling Indigo’s products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store’s omni and payment operations.

Responsible for inventory operations in the store. They help influence a store culture that promotes employee engagement, growth, and development.

WHAT YOU'LL DO:

Functional

Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programs

Lead execution of activities to support strategic priorities, sales goals, and profitability targets

Act as an advocate for the customer by placing them at the forefront of all decision-making processes

Proactively identify and anticipate customer expectations and needs

Consistently identify areas for improvement, diagnose issues and work to resolve them

Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way

Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback

Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers

Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives

Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience

Open and close store as well as responsibility for managing sales floor

Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority

People

Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team

Support development of talent by providing feedback on team performance to managers

Collaborate with others to drive flexible and just in time solutions

Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

Help others see the impacts of their efforts and proactively engage other functions to receive input

Encourage others to freely share their point of view and be open to feedback

Cultural

Model Indigo’s beliefs and convey a positive image in everything you do

Celebrate diversity of thought and have an open mindset

Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes

Embrac…